No response to my query

I have been trying to resolve a double debit on my account for the last 16 days, with no positive feedback from FNB. I had called again on the 15th Sep. spoke to agent who tried his best to assist. I had logged 2 queries on the website and 1 compliant on the website and sent 2 emails, and to date no one has contacted me. After calling on Friday I was advised the refund was processed and the money will be in my account which to date still nothing. I am rather disgusted that no one takes complaints seriously and does not even contact their clients. Not sure how serious the post will take since it open to many other clients to see.

I want urgent feedback and what takes FNB so long. "How can we help you" Seriously!!!!!